Operation engineer - hosting service line

MAIN PURPOSE OF THE ROLE AND KEY RESPONSIBILITIES:
Operates and administers the equipment in the hosting centre according to MS guidelines and different product requirements.
Implementation of configuration changes and minor updates
Add/modify/remove users and admin-users
Check log files and error logs for the hosted Solutions and Data-Centre equipment
Troubleshoots the equipment and solves technical problems. Seek help from Care Service Line if he cant solve the problems or in case SW or HW installation is needed
Receives tasks from Call center agents and network operations center
Escalate to Care Service Line and Technical Architect as required.
Backup systems and ensure they are up-to-date and stored in a save place
Understands the relations between the systems. Estimates consequences of the actions for service delivery, prioritizes the needed actions.
Makes decisions based on defined processes and instructions like service level agreements (SLA), objectives and escalation paths of Service Support Model.
Provides feedback on the efficiency and effectiveness of the executed actions to appropriate people.
Participate in 24/7 duty rosters and provide call-outs (travel to the site) if needed.
Keep documentation and history (log-book) up to date.
Share knowledge in the group.
Participate in the implementation of new Solutions to test the Solution and build up the knowledge.
Connecting new customers to the hosted Solutions
Provide inputs for Spare Part Management
Monitor traffic KPIs and generate CDRs to operators